Jess Jurva shares the changes she's made in the past year that help Lucidworks provide a world-class experience to a wide range of customer types.

Despite all the maturity Customer Success has seen as a function, the one area that remains underdeveloped is how companies measure the value received by customers.

In the midst of this crisis, Success leaders are looking for ways to check in with customers to gauge churn risk without sounding tone-deaf. Here’s a step-by-step on gauging risk and engaging customers in an appropriate way (hint: it doesn't include NPS).

Jennifer Dearman (Pendo's CCO) offers her best advice on evolving a Customer Success organization for scale—with detailed strategies for setting team structure, segmenting customers, and more.

If the Success team is handling more customers that aren't a good fit and are unlikely to renew, there's a good chance the Sales team is closing "bad" deals. Here's how Success leaders can fix the problem.

Whether Sales or Success should own commercial activities is a highly debated topic. Here's Boaz Maor and Jay Nathan with an actionable framework for companies to use when making this decision.

In this interview, Carta's Head of Customer Success offers advice for establishing a high-growth career in Success and how to make the transition to managing at a higher level.

With so much noise and to-do’s, it’s easy for CSMs to lose track of how their customers are really doing. Here are four areas where CSMs can cut through the noise and get the information they need.